Quality Assurance Officer

As the Quality Assurance Officer at Kaseya, you will play a crucial role in enhancing customer interactions, improving agent performance, and optimizing support processes within our Contact Center team. With a strong background in quality assurance and a passion for continuous improvement, you will contribute to driving the success of our organization. You should have at least 2-4 years of experience in a contact center quality assurance or process improvement role, ideally within the IT industry working with Tickets. Proficiency in QA methodologies, call monitoring tools, and customer service metrics is essential. Additionally, skills in data analysis tools such as Excel, Power BI, or similar applications are required. Your responsibilities will include monitoring and evaluating inbound and outbound customer interactions across various channels, analyzing agent behavior and adherence to standards, identifying opportunities for improvement, and developing quality scorecards and performance dashboards. You will also provide actionable feedback to supervisors and managers, collaborate with training and operations teams on improvement initiatives, track program effectiveness, conduct root cause analysis, and support calibration sessions. Preferred skills for this role include experience with CRM and contact center platforms like Zendesk and Five9, familiarity with process improvement methodologies such as Six Sigma or Lean, and certifications in Quality Assurance or Customer Experience like COPC, ISO 9001, CCXP. Join us at Kaseya, where we value dedication, innovation, and a drive for excellence. Be a part of our dynamic team and contribute to #ChangingLives with our award-winning solutions and customer-centric approach.,